Tier 1 Technical Support Help Desk Agent
Location: PH, 07, Mandaue City
Department: Tier 1 Technical Support
Salary range: 192000-288000
Employment type: Full-time
Required experience: Associate
Required education: Certification
Industry: Information Technology and Services
Function: Information Technology

Company profile:

Job description:
Tier 1 Technical Support Help Desk AgentOflander Dockhiemer – Cebu CityWorking at Oflander DockhiemerOflander Dockhiemer is the wholly owned BPO subsidiary of United States based Cloud Support, a national managed service provider. Fundamentally, Oflander Dockhiemer’s charter is to provide technical support services that exceed the service standards of those in the United States. ODI accomplishes this by recruiting only the very best candidates and making significant investments in their training, development, and career maturation. Oflander Dockhiemer seeks independent thinkers that can meet every challenge and have the capability to grown and succeed in the organization. A recent independent poll rated job satisfaction at Cloud Support at 93%.Job DescriptionTier 1 Technical Support Help Desk AgentYour RoleThe first job responsibility of every member of the organization, from the CEO to the intern, is exceptional customer service.Answer in-bound support related phone calls as the first line of contact for the company.Provide tier 1 operational support for desktop computing devices through client interviews, diagnostic tools, consultation with other team members, research, and development of a well-developed remediation plan.Responds to basic support requests in the support ticket tracking system. Interviews customer to determine nature and scope of the customer's issue, and the appropriate response.Diagnoses, resolves and closes basic desktop computing issues according to service level guidelines.Documents and reports basic customer inquiries regarding new/different functionality.Provides basic end-user desktop computing training.Review and complete required information for resolution, systematic procedure to search for and document solutions, testing and approval of patches.Escalates cases to tier 2 engineering personnel in the required discipline or management while maintaining complete responsibility as the ‘case manager’Instill a continuous improvement mindset to drive best-practice support processes.Ability to work with high-performance team comprised of highly skilled and highly motivated application support developers.Maintain a personal relationship with each client stakeholder and ensure a high level of service throughout the organization

Requirements:
Requirements1. Desired Technical SkillsKnowledge of workstation computing hardware and its componentsKnowledge of expected desktop computing hardware performance levels based on a computer’s hardware configuration.Can communicate effectively by telephone with a client to remotely diagnose physical hardware issuesKnowledge of computer peripherals and their connection methods – can diagnose and resolve simple configuration errors.Knowledge and comprehension of basic TCP/IP properties and characteristics such as IP Classes (A,B,C), DCHP, and SubnetsKnowledge and experience with DNS and managing top level domains.Ability to make simple router configuration changesAbility to diagnose simple connectivity issues with a service providerBoth knowledge and comprehension of Windows 8 OS installation, maintenance and diagnosticsKnowledge and experience in AD managed workstationsBasic knowledge and experience with cPanel, SFTP, basic command line interface, web server management, and WordpressKnowledge and experience in managing a Google Apps for Business account.2. Desired English Language SkillsListeningAble to understand the essentials of all English speech in a standard dialect including technical discussions within a special field.Has effective understanding of over the phone English speech, delivered with normal clarity and speed in a standard dialect on general topics and areas of special interest; understands hypothesizing and supported opinions.Has broad enough vocabulary that rarely has to ask for paraphrasing or explanation.Can follow accurately the essentials of conversations between educated native speakers, reasonably clear telephone calls, radio broadcasts, news stories similar to wire service reports, oral reports, some oral technical reports and public addresses on non-technical subjects; can understand without difficulty all forms of standard speech concerning a special professional field.Can detect emotional overtones.ReadingAble to read within a normal range of speed and with almost complete comprehension a variety of authentic prose material on unfamiliar subjects.Reading ability is not dependent on subject matter knowledge, although it is not expected that the individual can comprehend thoroughly subject matter which is highly dependent on cultural knowledge or which is outside his/her general experience and not accompanied by explanation.Almost always able to interpret material correctly, relate ideas and "read between the lines," (that is, understand the writers' implicit intents in text of the above types).SpeakingAble to speak the language with sufficient structural accuracy and vocabulary to participate effectively in most formal and informal conversations in practical, social and professional topics.The individual uses the language acceptably, but with some noticeable imperfections; yet, errors virtually never interfere with understanding and rarely disturb the native speaker.The individual speaks readily and fills pauses suitably.In face-to-face conversation with natives speaking the standard dialect at a normal rate of speech, comprehension is quite complete. Although cultural references, proverbs and the implications of nuances and idiom may not be fully understood, the individual can easily repair the conversation. Can reliably elicit information and informed opinion from native speakers. Structural inaccuracy is rarely the major cause of misunderstanding.Without searching for words or phrases, the individual uses the language clearly and relatively naturally to elaborate concepts freely and make ideas easily understandable to native speakersWritingAble to use the language effectively in most formal and informal written exchanges on practical, social and professional topics.Can write reports, summaries, short library research papers on current events, on particular areas of interest or on special fields with reasonable ease.Control of structure, spelling and general vocabulary is adequate to convey his/her message accurately but style may be obviously foreign.Errors virtually never interfere with comprehension and rarely disturb the native reader.3. Desired Interpersonal SkillsConfident in a social setting and meeting new peopleVery well organizedVery reliable and responsibleHave the ability to make people feel relaxed and comfortable in your companyAbility to adapt quickly in response to fluid operational situationsAbility to work effectively with all levels of managementMust be team orientated and customer focusedAbility to work as part of a team, self-motivatedAbility to complete assignments independentlyCritical reasoning ability to understand the rationale of procedures and independently exceed policy if required in a given situation4. Requested Academic RequirementsAny position at Oflander Dockhiemer requires a minimum of a high school diplomaTechnical positions require a minimum of a completion of a college course in any discipline.Bachelor level degrees in a technical, mathematical, or scientific discipline are preferred.5. Requested Certification Requirements: One or more of the following certifications. If an exceptional candidate does not have any certifications, they may stand for a skills test.CompTIA A+MCSA or Windows 7, Windows 8 certificationsCCNAITIL v3Google AppsBrainbench or other certifications considered instead of those listed here

Benefits:
Heath benefitsEducational contributionsPerformance based bonus contributions